Shrinkage Formula Related Articles What is Call Centre Shrinkage and How to Calculate It? Erlang C Formula - Made Simple With an Easy Worked Example What Is Call Centre Shrinkage and How to Reduce It Top Tips for Improving Contact Centre Shrinkage © patpitchaya - Adobe Stock - 277701733 260 Filed under - Forum Shrinkage Formula Total HC 20, Weekoff 5, Unplanned leave 3, planned leave 2, total rostered for the day (20-5-2) 13. What would be the planned and unplanned shrinkage and what would be the total shrinkage? Without any other factors. Question asked by Abhishek Here is the Formula Hi Abhishek The formula is contained in this article: How to Calculate Contact Centre Shrinkage With thanks to Jonty How We Determine Shrinkage With AgentTime We consider shrinkage to be the percent of time agents are not working during the time periods they are scheduled to work. Our software explicitly schedules breaks, lunches, meetings, etc. in an optimal manner and do not consider them as part of shrinkage. Prior to creating the staffing forecast, the user enters a Percent Available and a Percent Attendance. Percent Attendance is the percent of time agents are actually working when scheduled to be. 80% is a common value and it means that 20% of the time agents are talking with their manager, taking a bathroom break, etc. Percent Attendance talks into account “no shows”, agents who were expected to come to work but do not. 98% attendance is a common figure. We do an Erlang calculation for all the time periods in the day, and then divide the values by the product of the two percentages. For example, .80 X .98 We then run the staffing numbers through our a simulator to take into account the many factors that Erlang C does not take into account. With thanks to Stuart Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 5th May 2022 Read more about - Forum Recommended Articles What is Call Centre Shrinkage and How to Calculate It? Erlang C Formula - Made Simple With an Easy Worked Example What Is Call Centre Shrinkage and How to Reduce It Top Tips for Improving Contact Centre Shrinkage Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter